MAXIMIZING THE MORNING HUDDLE
Many dental offices start the day with a morning huddle. In some offices, these are a real positive and productive experience, while in others, they can be not only unproductive but a complete drag for all involved.
I see the morning huddle as being a very important aspect of your day. It can set the tone and direction for the day. It can focus and increase the level of productivity for the rest of the day. It gives your staff an opportunity to express thoughts and concerns among the team that the schedule may pose. Lastly, it gives you a chance to recommunicate the purpose and vision for the practice each day.
One of the reasons morning huddles often are not beneficial is because the doctor or ‘leader’ does not set the proper mood in the first 90 seconds that they enter the office. Time and time again we hear from dental staff that as soon as the dentist or office manager enter the door, we know what type of day it will be.
The one who leads these meetings needs to not only believe in the importance of the morning huddle but also needs to be well prepared, having a clear idea on what needs to be presented and addressed that morning.
Team members, as well, need to come to the morning huddle prepared with the appropriate information to be shared and a set agenda should be followed. Over the course of a week, each team member should have some sort of responsibility to bring to the meeting. All of this can be completed in less than 15 minutes, with enormous results.
Suggested agenda:
Start strong and on purpose: Start the meeting by celebrating a win from the previous day. This could be the way a team member handled something, a record number of new patients, a good review online. Get people to clap or give high fives. It’s early and you want to get people moving around to build energy. You could start with an inspirational quote, just make sure that it starts off with some energy and excitement.
Look at the daily producer(s) goals. Does it appear that the goals for the Doctor/Hygienist will be met today? If not, what opportunities (procedures) do we need to be on the lookout for throughout the day to get us there?
Examples include:
A recall appointment and needs a filling or sealants.
Hygiene selling the oral care toothbrushes.
Spots for emergency patients that we can fit in today.
Look at the daily producer(s) production goals for the next 3 days. What openings need to be filled?
Do we have any cancellations for the day? What can we do to fill these spots?
Emergency patients. Identify the best times for them to come in. Make sure that the front desk and back office are on the same page with the time that is available.
New patients: Name, chief concern, referral source.
V.I.P. Clients: What VIP or returning clients are coming in today? What does the team need to know, acknowledge, or be sensitive about to deliver excellent service?
End again with high energy. Patients are coming in, they are ready to go. Now is your time to perform. End on purpose, leading your team with motivation and energy.
-Greg